Most of the research I have seen regarding digitization in our industry jumbles together B2C services with B2B, not to mention small enterprise with large, wireless with wire-line. Yet the challenges inherent in creating a good customer experience for one area are quite distinct.
Can anyone point me to some good research, for example, NPS data centered on large enterprise CEM (Customer Experience Management) digital tools?
Thanks, Alex Beal
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Alexander Beal
AT&T Inc.
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